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Topics: Customer Care

Do your customers dread the day they need to get in touch with your company? In survey after survey, they tell you the call center experience is less than ideal, so much that they consider switching companies.

Download our whitepaper to learn which call center metrics to prioritize

If this is the case, don’t fret. There are plenty of ways to improve the call center experience for your customers.

Invest in Technology

Call center technologies have changed significantly over the past few years. As a result, you could be using outdated technology. Switching to newer technology supports your customer service efforts by giving your customers access to improved services. One such service, virtual hold, allows customers to choose to be placed on a waitlist to be called back, rather than tying up their time on the phone.

Other technologies make it possible to do things like mine your customers’ data to create individual profiles. When they call you up or fire off a chat message, you can access their profiles and structure their interactions to meet their unique needs and desires.

A Human Touch

Technology’s great, but it doesn’t represent the biggest change to the call center experience in recent years. Rather, a new paradigm has emerged, one that focuses on human interaction between the call manager and the customer.

Customer experience is now the number-one priority for most companies. Instead of offering up heavily scripted interactions, which leave little room for individualization, most organizations now use call centers that prioritize sympathetic and unique interactions.

A Matter of Convenience

Customers might find your call center experience frustrating simply because they can only get in touch with you by phone. Maybe you only offer webchat services during business hours: If so, your customers might feel they’re getting poor service just because you’re not available when they need you.

A multi-center strategy and a 24/7 paradigm work to relieve these issues. In an age of global markets and communication, you really do need to be available 24/7, so your customers can get in touch anytime they need. If dealing with your customer service simply isn’t convenient, you can be sure customers will take their business elsewhere!

Offering additional communication methods is another step in the right direction. Some of your customers don’t want to pick up the phone: They’d rather send you a text message or an email. Customer service is limited by the number of service offerings. The solution is thankfully an easy one—offer more ways to get in touch!

Creating a Customer Service Plan

If your call center doesn’t have a plan to deliver customer service, you likely aren’t delivering high-quality customer service. You see, your call managers might be highly experienced and well-trained, but if they’re not given guidance on how to deliver your customer service, they’re going to run into problems.

Ensure your customer service reps have a solid set of guiding principles to help them deliver better customer service.

Measure and Improve

You might think your customer service is already great, but measuring it will help substantiate your beliefs. Employ some customer service metrics to see the big picture when it comes to your call center experience. The data might tell you another story.

You can use the insights to improve your call center experience.


David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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